Unable to attach files to CA Service Desk Manager (CA SDM) tickets

Document ID : KB000026298
Last Modified Date : 14/02/2018
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Issue 

When end users try to attach files to CA Service Desk Manager (CA SDM) tickets, they are presented with a spinning hour glass in the web browser and the operation does not complete.

When you attempt to access the CA SDM web interface directly via Tomcat (i.e http://<servername>:8080/CAisd/pdmweb.exe or http://<servername>:8080),  receive an error "Page Can Not be Displayed". Other features that use Tomcat (i.e export) also do not work.  As well, the NX_ROOT\LOG\PDM_TOMCAT.LOG file will have an error similar to the following:

java.net.BindException: Address already in use: JVM_Bind:8080

Environment

CA Service Desk Manager 12.x and 14.x

Windows, Unix and Linux

Cause

The Tomcat port (default 8080) is in use by another application/process.

Resolution

1. On the CA SDM server, run the following command from a command prompt to see which applications/processes are registered to the Tomcat port (i.e. 8080)

netstat -b

2. Shutdown/stop all applications/processes found in step #1 that are registered against the Tomcat port (i.e. 8080)

3. Recycle the CA SDM Tomcat process by running these two commands via a command prompt:

   pdm_tomcat_nxd -c stop
   pdm_tomcat_nxd -c start

4. Verify you can access Tomcat through a browser - http://<servername>:8080/CAisd/pdmweb.exe or http://<servername>:8080

Additional Information

If there is Tomcat port conflict on the CA SDM server, the other applications/processes and/or CA SDM Tomcat should be configured to use different ports.